Rights and Responsibilities

Client Charter

We will listen to you and work with you.

By working together, you will receive the best service possible.

You have rights: to be treated well, to participate fully, to speak out.

If we forget this, or treat you badly, you have the right to complain.


Your Rights

  •  We will treat you with respect and dignity.
  •  We will treat you fairly and speak honestly.
  • We will protect your personal information and only use it for the right reasons.
  • We will provide good quality services that suit your needs, age, lifestyle and cultural background.


Your right to participate

  • You have the right to a safe and comfortable place to use the service.
  • You have the right to the information you need to make good choices
  • You have the right to have someone help you make the best choices – an advocate or support person.
  • You have the right to get help accessing services in the community.


Your right to speak out

  • You have the right to complain about the service.
  • You have the right to a reply as quickly as possible.
  • If you still are not happy, you have the right to complain again, or talk with the NDIS Commission.

Your Responsibilities

You can Help

  • Make sure to update your contact information as it changes.
  • Keep your appointments – or let us know if you can’t.
  • Choose someone to support you make decisions – an advocate, friend or family member.
  • Treat other people with fairness, honesty and respect.
  • Respect other people’s right to a safe and comfortable environment.
  • Respect other people’s right to privacy and confidentiality.
  • Give us honest feedback about our services


It’s OK to Complain

If we didn’t respect your privacy…
Write to us: info@helcom.com.au

You can contact the Office of the
Australian Information Commissioner
web: www.oaic.gov.au
email: enquiries@oaic.gov.au post: GPO Box 5218
Sydney NSW 2001
phone: 1300 363 992 TTY: 133 677
Speak and Listen: 1300 555 727

Interpreters can be arranged on 131 450.

Advocates can help you complain The National Disability Advocacy Program can help you work with an advocate.
Email them at:

Or write to:

Disability, Employment and Carers Group
Department of Social Services
GPO Box 9820
Canberra ACT 2601
Or search “disability advocate” online.

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